About Company
Career.zycto isn’t just a place to work; it’s a dynamic ecosystem where passion for customer success drives everything we do. We empower e-commerce businesses to thrive by delivering unparalleled online support, fostering a seamless and positive experience for their customers. For an online chat support specialist, this means a vibrant, fast-paced environment where your communication skills directly impact user satisfaction and brand loyalty. Join our dedicated team in Ajah, Lekki, and become an essential part of a company that values empathy, efficiency, and continuous improvement, shaping the future of digital customer engagement. Here, your voice truly makes a difference.
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Job Description
Are you a natural communicator with a passion for helping others and a keen interest in the fast-paced world of e-commerce? Career.zycto is actively seeking a talented and empathetic Online Chat Support Specialist to join our growing team in Ajah, Lekki. In this vital role, you will be the first point of contact for customers utilizing various e-commerce platforms, providing real-time assistance and ensuring a smooth, satisfying shopping experience. You’ll engage with customers through live chat, addressing their inquiries, resolving issues, and guiding them through product selection, order placement, payment processes, and post-purchase concerns with professionalism and speed.
This position demands exceptional problem-solving skills, a calm and reassuring demeanor under pressure, and the ability to articulate solutions clearly, concisely, and empathetically in written form. You will be responsible for thoroughly understanding diverse customer needs, accurately diagnosing complex issues related to website navigation, product information discrepancies, shipping delays, return procedures, and common technical glitches. Your success in this role hinges on your ability to transform potentially frustrating situations into positive, memorable interactions, thereby building profound customer trust and actively upholding the sterling reputation of the e-commerce brands we proudly support. You’ll quickly become a subject matter expert on multiple product lines, service policies, and platform functionalities, consistently providing accurate and timely information. Furthermore, you will play a crucial role in identifying recurring issues, collecting valuable customer feedback, and collaborating closely with internal teams to proactively improve overall service quality, optimize platform functionality, and enhance the end-to-end customer journey. If you thrive in a dynamic, supportive environment, genuinely love connecting with people, and are eager to contribute significantly to the success of leading online businesses, we strongly encourage you to apply. This is an unparalleled opportunity to grow your career within the booming and ever-evolving e-commerce sector.
Key Responsibilities
- Provide real-time online chat support to customers regarding e-commerce platform inquiries, product information, order status, and technical issues.
- Respond to customer queries promptly and professionally, maintaining a high level of customer satisfaction.
- Troubleshoot and resolve customer problems efficiently, escalating complex issues to the appropriate internal teams when necessary.
- Educate customers on product features, services, and policies, guiding them through various online processes.
- Maintain accurate records of customer interactions, transactions, inquiries, and complaints using our CRM system.
- Collaborate with sales, logistics, and technical teams to ensure seamless customer service and issue resolution.
- Identify and report trends in customer queries or technical issues to help improve platform functionality and user experience.
- Adhere to company guidelines and service level agreements (SLAs) for response times and resolution quality.
- Contribute to knowledge base articles and FAQs to empower customers with self-service options.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to multitask and manage multiple chat conversations simultaneously.
- High level of empathy and patience when dealing with diverse customer needs.
- Basic computer literacy and ability to learn new software quickly.
- Knowledge of e-commerce operations and online shopping processes.
Preferred Qualifications
- Previous experience in an online chat support or customer service role, preferably within an e-commerce environment.
- Familiarity with various e-commerce platforms (e.g., Shopify, WooCommerce, Magento).
- A diploma or degree in Business Administration, Communication, or a related field.
- Ability to type at least 40 words per minute with high accuracy.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- A vibrant and supportive work environment in Ajah, Lekki.
- Employee discounts on partner e-commerce platforms.
- Regular team-building activities and social events.
How to Apply
Eager to make a difference in online customer support? Click on the application link below to submit your resume and a cover letter detailing your experience and why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
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